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Lead Customer Advocate

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Customer Service, Legal
Multiple locations · San Antonio, TX, USA · Santa Clara, CA, USA
Posted on Tuesday, January 2, 2024

Location

Boulder – CO, San Antonio – TX, Santa Clara – CA, Remote

This is a Full Time position.

Job Description

We are seeking a highly motivated and customer-centric professional to join our team as a Lead Customer Advocate. In this role, you will be responsible for ensuring the successful execution and support of both net new and upsell contracts, from the initial signature to the go-live stage. You will serve as a crucial support link between our customers and internal teams, ensuring customer success and priorities are effectively managed and addressed.

Responsibilities

  • Support position between the customer and internal teams: Act as a primary point of contact for customers, ensuring their success and priorities are properly classified and addressed. Collaborate with various stakeholders and groups to meet contractual obligations and ensure customer satisfaction.
  • Availability during customers’ working hours: Be available during customers’ working hours to provide consultation, support, and assistance as needed. Ensure timely response and resolution of customer inquiries and issues.
  • Progress tracking and documentation: Track and document the progress and challenges related to meeting customer needs. Maintain accurate records of customer interactions, activities, and milestones achieved.
  • Sales proposal review: Review sales proposals to assess achievability and confirm alignment with current or approved offerings prior to closure. Provide recommendations and insights to ensure customer expectations are properly set and managed.
  • Interface with Sales and Account Managers: Collaborate with the Sales and Account Management teams as needed. Provide input on strategy, opportunity alignment, and customer retention efforts. Foster strong relationships with stakeholders to enhance customer satisfaction and drive business growth.
  • Post-go-live customer management: Take ownership of managing customers after they go live, supporting them throughout their journey. Help customers achieve milestones, address challenges, and maintain high levels of satisfaction.
  • Upsell opportunities and liaison role: Assist with identifying upsell opportunities and act as a liaison between Sales and Support teams. Collaborate with Sales to nurture customer relationships and explore opportunities for expansion and growth.
  • Top account management and scalability planning: Ensure that top accounts receive exceptional care and attention. Develop plans for scaling customer support and advocacy efforts to serve all customers effectively over time.

Requirements

  • Bachelor’s degree in a relevant field or equivalent practical experience.
  • Proven experience in a customer-facing role, preferably in a B2B or SaaS environment.
  • Strong understanding of customer success principles and best practices.
  • Excellent communication and interpersonal skills, with the ability to effectively engage with customers and internal teams.
  • Ability to manage multiple priorities and work collaboratively in a fast-paced, dynamic environment.
  • Strong problem-solving and analytical skills, with attention to detail.
  • Demonstrated ability to drive customer satisfaction and build long-term relationships.
  • Self-motivated, proactive, and results-oriented.
  • Flexibility to work during customers’ working hours and accommodate occasional off-hours support when necessary.

If you are passionate about customer success, enjoy collaborating with cross-functional teams, and thrive in a dynamic environment, we encourage you to apply for the position of Lead Customer Advocate. Join our team and play a key role in ensuring the success and satisfaction of our valued customers.

About Webscale

Webscale is a unified observability and delivery platform provider that equips modern ecommerce business owners with deep insight into every facet of ecommerce infrastructure and user experience, while enabling their developers with powerful software to optimize and secure their storefronts. The Webscale platform supports any ecommerce application and can be deployed in any cloud, including Amazon Web Services, Google Cloud Platform, and Microsoft Azure. Webscale powers Fortune 1000 brands including Dollar General, Unilever, Swarovski, Olympus, Regal Cinemas, and many more B2C and B2B ecommerce storefronts across 12 countries. Webscale has offices in Santa Clara, CA, Boulder, CO, San Antonio, TX, Bangalore, India, and London, UK.

This job is no longer accepting applications

See open jobs at Section.